How Should a Service Manager Handle Improving Hours-Per-RO in the Service Drive
Improving hours-per-RO starts with three moves: standardize your MPI process so every technician inspects the same way, implement a pre-labor approval workflow ...
How Should a Service Manager Balance Warranty vs. Customer-Pay Mix?
A service manager balances warranty vs. customer-pay mix by setting realistic labor and parts targets tied to your local market, monitoring the ratio weekly thr...
How to Run a Fixed-Ops Morning Huddle: A Service Manager's Guide
A service manager should run a fixed-ops morning huddle by gathering the team for 10–15 minutes before the service drive opens, reviewing the day's schedule and...
How a Service Manager Should Handle a Comeback on the Same Repair
A service manager should acknowledge the comeback immediately, apologize without excuses, perform a thorough root-cause diagnosis before re-work, document every...
How Should a Service Manager Handle Selling an Alignment After Tire Work?
A service manager should position alignment as a preventative measure that extends tire life, not as an upsell. Present the recommendation on the tire repair es...
How Should a Service Manager Handle Recommending Tires Without Sounding Pushy
A service manager should recommend tires by presenting condition data first—showing customers actual tread depth, wear patterns, and safety benchmarks—before su...
How Should a Service Manager Handle Declined Recommended Service?
When a customer declines recommended service, a service manager should document the refusal in the service record, confirm the customer understands the implicat...
How Service Managers Should Present a Multi-Point Inspection to Customers
Present your multi-point inspection (MPI) by leading with the customer's vehicle condition and safety concerns first, then bundle non-urgent maintenance into a ...
How Should a Service Manager Handle Performing a Professional Walk-Around at Check-In?
A professional walk-around at check-in starts the moment the customer pulls into the service bay. The service manager should greet the vehicle immediately, visu...
How Should a Service Advisor Handle Communicating a Factory Recall Update?
A service advisor should communicate a factory recall update by first confirming the customer's contact preference, explaining the recall in plain language (wha...
How Should a Service Advisor Handle Selling an Alignment After Tire Work?
A service advisor should present alignment as a natural diagnostic step following tire work, not an upsell. Explain the customer's current alignment status usin...
How Should a Service Advisor Handle Managing Warranty vs. Customer-Pay on the Same Visit?
A service advisor should separate warranty and customer-pay work on the same visit by creating distinct repair orders (ROs), clearly communicating coverage limi...